Contact Center Architect – Healthcare, Amazon Connect

🕒 Junho 3

🏰 Missouri – Remoto

🏰 Missouri – Remote

💵 $75 - $80 / hora

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

📞 Representante de Call Center

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Brillio

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🤖 Inteligência Artificial

🔒 Cibersegurança

💰 Private Equity Round em 2019-01

Artificial Intelligence • Consulting • Cybersecurity

Brillio é uma empresa de consultoria em tecnologia que se especializa em conduzir a transformação digital para negócios em diversas indústrias, como bancária, serviços financeiros, seguros, ciências biológicas, telecomunicações e mídia, saúde e varejo. Eles focam na transformação da experiência do cliente, dados e IA, engenharia de produtos e plataformas, e fornecem soluções de infraestrutura, nuvem e segurança. Com ênfase na engenharia de produtos digitais e aproveitando a IA generativa, a Brillio visa fornecer soluções sob medida que ajudam as empresas a prosperarem na era da IA e da disrupção tecnológica. Eles também oferecem serviços para ajudar as empresas a se adaptarem aos novos desafios tecnológicos e transformar as disrupções em vantagens competitivas.

Descrição

• We are seeking a hands-on, business-savvy Contact Center Architect to own the end-to-end design of our healthcare contact center on Amazon Connect, spanning member, provider, and self-service experiences. • The ideal candidate is a genuine “jack of all trades”: equally comfortable whiteboarding a contact flow with a business sponsor, debating IAM and PHI handling with security, and pairing with developers on a Lambda integration. • Drive the conversation with the business — lead working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the “why” behind every requirement. • Bridge business and IT — translate business intent into clear technical requirements for development teams, and translate technical constraints and trade-offs back into language the business can act on. • Earn and keep trust — act as the single, credible point of contact who both sides rely on; embrace the customer's perspective and represent it faithfully throughout delivery. • Facilitate decisions — run design reviews, build consensus across competing priorities, and keep initiatives moving without losing either business value or technical integrity. • Own the end-to-end architecture of the Amazon Connect contact center across member, provider, and self-service journeys. • Design IVR / IVA and contact flows, routing strategies, queueing, and omnichannel (voice, chat, callback) experiences optimized for self-service and containment. • Architect caller authentication and identity flows — including data-driven verification, integration with member/provider systems of record, and secure handling of PHI/PII. • Establish monitoring, logging, and alerting (e.g., CloudWatch) and define the KPIs that matter — authentication rate, self-service / containment rate, average handle time, and deflection.

🎯 Requisitos

• 10+ years of overall IT experience, with a track record of delivering customer-facing solutions. • 4–6+ years in AWS cloud / solution architecture. • 3+ years hands-on with Amazon Connect in production environments. • Healthcare contact center experience is required — direct exposure to member, provider, and self-service journeys (payer, provider, PBM, or health-services setting). • Demonstrated experience improving authentication, self-service, and/or containment metrics in a contact center. • Amazon Connect ecosystem: Connect, Lex, Polly, Transcribe, Contact Lens. • AWS services: Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, Athena. • IVR/IVA design, telephony, and CTI integration. • Caller authentication / identity verification patterns and secure PHI/PII handling. • CRM and enterprise integration (Salesforce, ServiceNow, and healthcare core systems).

🏖️ Benefícios

• PPE: https://www.brillio.com/platform-and-product-engineering/ • Equal Employment Opportunity Declaration Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.